CompTIA CySA+ (CS0-003) — Question 413
Results of a SOC customer service evaluation indicate high levels of dissatisfaction with the inconsistent services provided after regular work hours. To address this, the SOC lead drafts a document establishing customer expectations regarding the SOC’s performance and quality of services. Which of the following documents most likely fits this description?
Answer options
- A. Risk management plan
- B. Vendor agreement
- C. Incident response plan
- D. Service-level agreement
Correct answer: D
Explanation
The correct answer is D, the Service-level agreement, as it specifically outlines the expected services and performance standards between the service provider and the customer. The other options do not focus on service expectations; a Risk management plan deals with potential risks, a Vendor agreement pertains to the terms with suppliers, and an Incident response plan outlines actions for handling incidents.